AmTrust Financial Services Reviews 

Total scam of a company, had malicious damage coverage for my landlords insurance in the UK and when I had to make a claim due to tenant damage, they took 3 months trying to find a loophole not to pay. They found one about tenant arrears starting in 2025 even though I'd been insured with them since 2019 uninterrupted. Your policy will look good on paper, but they will try every trick at their disposal to make sure you don't get paid. From logging things incorrectly, to keep asking for the same details and finally putting you on an indefinite wait to find a loophole they can utilise in the contract. Totally untrustworthy company, avoid anything to do with them.

AVOID at all costs, terrible experience and complete waste of money.
100% bad experience, use an honest company instead

I would not even grade the service we have received with a 1 star.

There was a leak under the floor in our ensuite. At the end of April a tile cracked and we got an emergency builder/ plumber to check it out. He removed some tiles and found there was a leak from he thought the shower disposal as when shower was turned off there was no leak.

Submitted claim they wanted two quotes which we sent alongwith pictures.

Claim originally made at the end of 25 April when my brother informed them I would be dealing with the claim, they responded to him and not copy me in. Almost a month after the claim, on 26 May, I phone them to find their error.

Claim Handler Chelsea got back to us and stated that the claim was denied as it was due to neglect. Neglect? How is one meant to know about a leak occurring under the floor. The exclusion quoted was

11. Wilful act or omission, lack of maintenance or neglect by You.

After several further communications, we decided to get started on the repair, but the builder and plumber found that the seal of the shower tray was also leaking under the floor again. We sent a video.

Chelsea came back with an exclusion:
What Is Not Insured
Loss or damage caused by a lack of or failure of sealant or grout.

Chelsea advised that she submitted our claim to complaints on 2 June

We have asked the specific question:
How do you find an underfloor leak?
Do we have to dismantle the entire bathroom to check for underfloor leaks, and will they pay for this, as it means damaging tiles etc. To date, no response
So far, no response

Claim was sent to complaints on 2 June

As of 11th June, complaints had not allocated an investigator and I was advised:
We aim to respond to complaints within 4 weeks, however if this is not possible, we are required by the Financial Conduct Authority to respond within 8 weeks before you can automatically approach the Financial Ombudsman Service.
4 weeks is 30 June, 8 weeks is 28 July

This has caused me undue stress and anxiety as I wonder how they would treat us if it were a major problem with our home

To actually have a policy and confirm to a customer that a claim that was submitted on 25 April may be sent directly to the ombudsman on 28 July is absolutely unacceptable.

Do not trust these people with your most valuable asset, your home. They will cause you loads of stress and anxiety. We have now paid out for our bathroom, leaving us short of cash, whilst these insurers can just sit on our claim and make unjust accusations about neglect and not checking underfloor seals

Absolutely shameful

28/6/26
Over 2 months after the original claim was submitted I still have no communication/Response from Claims regarding how we would know if there is a leak under the floor and if they would pay for us to remove and check the underfloor seals as they suggest in their exclusion.
Almost a month after the case was handed over to the complaints no response either. I would hazard a guess no investigator allocated

Shameful. The financial and mental stress and anxiety is awful

Shame on you AM Trust

The latest as at 30 June 2026, exactly 4 weeks since complaint was lodged.

EMail from Claims Investigator Ms Raza again a contradiction.

Please do read email below it is so very sad that AM Trust want to squeeze every penny out of us working class people, these people should be regulated better

From Connie's email of 11th June I quote "We aim to respond to complaints within 4 weeks, however if this is not possible, we are required by the Financial Conduct Authority to respond within 8 weeks before you can automatically approach the Financial Ombudsman Service".

email of today from Ms Raza quote "a final response within eight weeks from the time we received your complaint, you may be able to refer your complaint to the Financial Ombudsman Service:

Again I am extremely stressed and concerned as I get differing responses from two staff in the same team
Connie says we can automatically go to the Ombudsman and you say we may be able to. Which is it? It really doesn't instil trust, does it?"

Shall we say I hear nothing and I have heard nothing from the Social Media team either.

I am struggling with the stress and anxiety these people are causing me. Shame on you

3 July

Feedback response asked us to contact them directly and they would respond. Here is what I got from them

"Sorry I was on holiday and I cannot say anything only complaints can answer once investigated"

I was already told that, so this company has perfected the art of avoidance!

15/8/26
SO our claim was denied on the grounds of wilful neglect. So AM Trust believes that us folk neglect our homes and then claim from them. How bizarre and also how arrogant.

We had a leak from our roof and instead of going through all the stress and anxiety, we paid for the repair ourselves.

They are cruel and liars. They take our money but do not want to pay up.

AmTrust Insurance Company

Subject: Disappointment Regarding Commercial Auto Insurance Decision

To Whom It May Concern,

I am writing to express my disappointment and frustration regarding AmTrust’s decision not to provide commercial auto insurance coverage for our company.

Our business has maintained a perfect driving record, with zero losses, zero claims, and no accidents throughout the entire history of our company. We have consistently operated responsibly and have demonstrated a commitment to safety and risk management that should make us an ideal insurance client.

What is particularly frustrating is that the decision appears to have been based on a classification indicating that we are involved in catering. While our company may provide event-related services, our vehicles are not used to cater food, deliver food, or sell food products. Our vans are used strictly for transportation purposes—transporting employees, equipment, supplies, and materials to and from job sites. They are not food delivery vehicles, mobile kitchens, or catering trucks.

It is difficult to understand why a company with a spotless claims history and a proven record of safe operations would be declined based on an inaccurate perception of how our vehicles are used rather than on the actual risk presented.

I had expected AmTrust to evaluate our company based on our outstanding loss history, clean driving record, and the true nature of our vehicle operations. Instead, it appears that a broad classification outweighed the facts of our business and our proven track record.

I respectfully ask that AmTrust reconsider its position and conduct a more thorough review of our operations. We believe the decision does not accurately reflect the low-risk nature of our commercial auto exposure.

Thank you for your time and consideration.
The Cappuccino Express
Would love a reply

Amtrust.skadeserviceportal.no funker ikke å søke refusjoner på.

Kundeservice svarer ikke henvendelser.

Forsikring via Instabank er sagt opp og jeg finner et annet selskap.

If you are considering using AmTrust Financial for workers’ compensation insurance, do yourself a favor and RUN.

This has been one of the worst experiences I’ve ever had with any insurance company — honestly one of the worst B2B experiences I’ve had in general.

The company feels unbelievably outdated and dysfunctional at every level. Their communication systems are terrible. They don’t properly notify customers about balances or upcoming payments, yet somehow have no issue escalating accounts to collections agencies with little to no warning. No meaningful email reminders. No text notifications. No modern customer experience whatsoever.

Their website is incredibly clunky and difficult to use. Making a payment should not feel like solving a puzzle in 2026. Trying to get basic information from customer service is equally painful — long waits, conflicting answers, poor follow-up, and representatives who often seem completely disconnected from one another internally.

The most frustrating part is that many of the complaints you find online are remarkably consistent:

* poor communication
* billing confusion
* collections issues
* difficult payment systems
* terrible customer service
* lack of accountability

At a certain point, when the same complaints keep appearing over and over, it stops looking like isolated incidents and starts looking like company culture.

I have dealt with many insurance providers over the years, and AmTrust stands out in the absolute worst way possible. The amount of unnecessary stress, wasted time, and frustration they created was unbelievable.

There are too many better-run insurance companies out there to willingly put yourself through this experience. I would strongly recommend that any business owner thoroughly research alternatives before signing anything with AmTrust.

Avoid at all costs.

I I loathe this company, AmTrust, with enormous frustration. Rather than sending me an email notification a few days ahead of the payment due date, they prefer to send me a Policy Cancelation email a few days after payment is due notifying me that the policy will cancel in one week. They add a $20.00 late fee and a $50.00 reinstatement fee. Now, in all fairness, I was late, however, they send the original paperless invoice almost a month before the due date. I have repeatedly asked AmTrust to just send me a reminder a few days prior—they repeatedly said, NO! All the other companies that we do business with are absolutely customer focused. I cannot wait to return to USAA next year! They, USAA, are 100% customer focused each and every time! I have now updated my calendar and enrolled in autopay, which I also dislike…

Terrible company. Go anywhere else you can for workers compensation coverage for your business. The customer service is terrible. Their billing process is confusing- I've been sent many, many bills for several different account and policy numbers (I only have one business covered by them at any point) and each bill is for a different amount and when I pay it - I get another bill saying that wasn't the total bill. It's a mess. I had workers comp coverage with them for a small business in 2023-2024 and its 2026 and I'm still receiving bills. Customer service is entirely unhelpful. I feel confused and ripped off.

Well this all started at the end of March.I wish I had checked this before setting up my insurance with amtrust. Advertised as new for old, this that and the other. But my claim has been going on for 8/9 weeks. I still feel no further to the resolution. I have been designated a claim handler and have spoke to them once, it’s a good 5 days between communication right on the outside of their sla. But when you are asked a question it’s a 5/6 day wait for them to review get back to me with another question, that then turns into 2 weeks? And then another person asks me the same question!Why not just ring me? Ask what needs to be asked? Really frustrated with the process. I go on holiday in a few days, despite the assurance of my acceptance of parts of the claim would expedite the process to recover some money, to be told 3 days after sending the info that it’s 7 days to process and that will be referred today. I’m now going away missing a lot of equipment which will impact the holiday and has the potential to cause damage to my caravan. Despite making every effort for it not to. Missing key items will have an impact on our holiday and experience. Please don’t follow in my footsteps, read the reviews and go with your gut. 97% of people are not wrong. This shows a clear trend and despite responses that feedback is important and to contact whoever, there doesn’t seem to be improvements. Best thing was they were not the cheapest, what the insurance offered was on paper better than others and in my opinion worth the increase. However it transpires a lot of that was incorrect. One key issue for me has been that they asked me for proof of purchase for everything. I was asked by multiple people for this despite explaining ( in multiple emails and when I’ve called to chase progress) I have sent all I have, but some items I’ve had for a number of years for camping, so I do not have proof of purchase. I mean I understand diligence but surely if I was being dis honest I would inflate my claim! Not provide images of me and my family using items lost in the storm? My first time owning /insuring a caravan and it’s been a really poor experiance. Not to mention very stressful and caused me a huge amount of anxiety and worry. That now been cemented in the fact holidays booked and paid for over the next month or 2, we don’t have the equipment to do what we do, I know I know, I could easily put stuff on credit cards/loans. But I honestly didn’t feel it would take this long. Also with financial institutions being the way they are I could be left further out of pocket in interest/delays in processing of anything. Ok life story over. I hope this helps people and saves you worry/stress and anxiety. It’s too late for me but thanks for reading and I hope you make the best choice for you based on all information,

Ive been waiting for my refund for weeks now, and the customer journey to send in a claim, and see the process is absolutely horrible. Can´t find a singe email of confirmation, nor the two claims I have filed.

Veldig dårlig kundeservice! Får aldri svar! Lover alt mulig og holder ikke ord.
Aldri forhold deg til dem!

Hadde det vert null stjerner hadde jeg skrevet det. Det dårligste forsikringselskapet jeg har møtt på. Mobilselskapet Ice bruker den til mobilforsikring. Hold dere unna!!

My experience with AMTrust is in contrast to the other reviews on here. I had an insurance claim on my caravan and they handled it very thoroughly and the outcome was very positive.I am very grateful for their help, in particular Ashleigh who was a pleasure to deal with. The claims process was very detailed and quite thorough but I felt the assessment was incredibly fair and they made payment very quickly. Thank you for all your help!

The service and professionalism of this company and they treat there customers is absolutely appalling. When you have a devastating house fire and can't get help straight away and had nowhere to live for 3 weeks. I could go on and on.

If there would be a option for zero star, i would give, i have never experienced like this the way they handle your caravan claim, they are just happy taking insurance money but when it comes to even small claim, they leave you on your own and people buy this insurance for stress free but this company have given me hell of stress for whole year, and wasted my lots of energy by speaking to a claim handlers and they still have not sorted our problem, its been a 11 months.
Now really fed up and decided not to go for renewal with this company which is a nightmare.

Retroactively raise the price 4 times and threaten you with the collection department.

Update: the comment from AmTrust Financial Services is a robo-comment, and they did not mean to contact them for assistance. I tried, and they literally told me they don't care.

On 12/1/2025 I was punched in the eye by a patient at work. The experience was traumatic and has caused some anxiety.
I sustained an orbital floor blowout fracture of my left eye. Bone, muscle, and other eye contents have been affected. I was told that surgery is sometimes needed for this injury. I was referred to an oculoplastic surgeon and an oral maxillofacial surgeon. I was supposed to see both between 12/18/25-1/1/2026. I have never been seen by an oral maxillofacial surgeon. The oculoplastic surgeon visit was not until 3/18/26. I still do not know whether or not surgery is needed. The oculoplastic surgeon was very dismissive, the two exams lasted maybe five minutes each, the doctor left the exam room door open during the entire second visit, he completely ignored my symptoms, blamed my current symptoms on my LASIK surgery from 3/2024, ignored my complaints of pain and discomfort, didn’t offer any treatment plan, and cleared me to go back to work as a registered nurse where I use my eyes for long hours. He did not address how my eye might be healing or what to expect in the future. From what I have read, loss of vision is a possibility. I’m full of fear and anxiety, stress, I feel like I am not important and neither is my eye. The doctor’s documentation is inaccurate and his treatment borders medical malpractice. I have made my adjuster aware of all of these things.
When I expressed these issues with AmTrust and requested to be seen by another oculoplastic surgeon and to be seen by an oral maxillofacial surgeon, I was told no. I waited months to find out what is going on with my eye, cheek, nose, and inner ear. I still have no answers. I still don’t know what to expect in the future. I’m sure scar tissue has formed, and if surgery is needed it is going to be more complex than it would have been months ago.
But AmTrust is ignoring how I am feeling. They are ignoring my concerns. And, honestly, they are ignoring the potential for more complications in the future that could be more costly and that could have legal implications for the improper care that was provided, for ignoring medical recommendations and getting the proper care that I need, and for the medical records that contain improper billing codes and inaccurate notes, all of which they were made aware of.

I’ve been waiting on payment for weeks because Susan can’t write down an address correctly. They have literally mailed it to the wrong address 4 times and 1 time Susan forgot to mail it all together… this isn’t multiple payments I’m waiting on either it’s literally 1 payment .. this is the worst company I’ve dealt with.

I’m very disappointed with my experience with AmTrust. The audit review process has taken far too long, and I’ve already had to submit the audit three separate times. It’s been frustrating, time-consuming, and completely inefficient. A process like this should not require repeated submissions with no clear resolution. Communication and turnaround time need serious improvement.

I got Amtrust for a workers comp policy. Everything was fine until we got to the audit process. They ignored my paperwork and said my payroll was 10x what it was. Raised my monthly rate from $98 to $934 with no notice. Took them 4+ months to get this done. 2 wrong audits. I had to complain to the insurance commission in order to get things corrected.

Once I cancelled, I have been trying to get a refund and keep getting the runaround for it. I call and get told I'll be contacted but two weeks later and still nothing. I called again and was told there was no record and nobody had been assigned yet.

Needless to say, if I every need insurance again, I will NEVER use amtrust. Do not recommend.